BOX OFFICE PERSONNEL AT THE STARLITE ROOM

WHO YOU ARE:

You make customers happy!  It genuinely excites you to see patrons stoked to go to a show! That’s because at Starlite, we do everything we can to assure our customers are treated well.

  • You’re focused – You have a strong understanding of numbers and quickly process the lineup so people can get inside quickly and enjoy the show

  • You’re in control – You can handle talking to a patron that is in a bad mood, is frustrated, or having troubles.

  • You’re a team player - You listen to the MOD, Shift Lead/ Head of Security and help out your co-workers even if it’s “not your job”.

  • You communicate well – You know when to get help and when to be there for when others need you.

  • You like to smile!

WHAT YOU DO:

You are our front face.  You are responsible for a patrons first impression of The Starlite Room, be kind and helpful.

CUSTOMER SERVICE PROCEDURE

The following is expected of every Starlite Box Office personal during their shift:

  • Arrive 15 minutes early to find out specials, promotions, guest list, ticket prices, etc.  any out of the usual Security precautions. Gather all necessary tools needed during your shift (pens, stamps, bar towel, etc.).

  • On nights when it is an all ages show find out the different wristband colours meaning

  • Appear approachable, stay off your phone unless you are texting Management or Security.

  • It may not always be possible to remember a customer, but make the effort, especially if they are attending shows several times a month. 

  • When applicable, inform patrons about the daily specials and any promotions happening that day, week or month you think they might be into.

  • Always say “thank you”, and smile.

IMMEDIATELY AFTER OPEN & FOR THE DURATION OF YOUR SHIFT
(regardless of start time)

  • Stay organized and remain composed.

  • Be aware if you are running low on change, wristbands, earplugs etc. Do you best to ask for a top up prior to running out.

  • Ask for help when you are overwhelmed

SIDE DUTIES

There will always be times when things are a bit slow, so getting some extra cleaning done. Cleaning is always expected during slow times. WHO YOU ARE:

  • You’re the life of the party – You’re sociable, charismatic and entertaining.

  • You’re fast, accurate and unflustered - You know what’s behind each cooler door without looking, your counts are always accurate and maintain your composure when it’s busy.

  • You notice things – When a patron appears intoxicated, when you’re running low on stock.

  • You know your stuff - Whether it’s the daily specials or what goes in a Long Island, you have an answer (and the right one) to everything. Be confident in your ability and your knowledge of your craft. A little homework never goes astray either when it comes to providing the best experience for your guests, and yourself.

  • You are a team player. You can spot when a co-worker needs a hand, and notice if the wind has blown garbage into the front of the building and are willing to help with the maintenance of things.

DAILY CLEANING DUTIES

  • Coat check is expected to clean the coat check room, this includes coat check tickets and hangers on the floor. Coat check is to be left in an orderly way, ready for use.

  • Box Office is expected to clean the box office room. 

  • If there is unexpected materials or supplies such as show posters,handbills, lights etc in your work area inform the MOD and they will direct you what to do with them or remove them from your workspace

  • Do not leave empty drink containers or garbage from wristband boxes etc in the coat check or box off, throw it out or put in the recycling and give the room a sweep.

There will be times your MOD will ask you to complete some monthly cleaning duties as well.

GENERAL HOUSEKEEPING

  • Please do not take any blue rags; these are reserved for the kitchen only.

  • Rags are kept behind the porter room door, please do not take more than one or two per shift. Rags can easily be rinsed out and reused. Dirty rags go in the porter room near the washer and dryer, there is a laundry bin or in the hallway behind Corner bar (porters will empty this). Please check to be sure there are no blue rags in this bag (those belong in the murder room in the kitchen).

  • If you see something that needs replacing, replace it, if you are too busy, let someone know. 

  • Toilet paper, as well as other paper products such as napkins are also kept behind this door. If you need another tour of our building ask. If you can’t find something this is not an excuse not to do it, ask someone to help you.

  • Be sure to clean your station at the end of each shift. Even if it doesn’t look dirty.